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Author Question: In order to expedite the process of shipping a product to a customer, a sales team should engage in ... (Read 209 times)

piesebel

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on: Jun 28, 2018
In order to expedite the process of shipping a product to a customer, a sales team should engage in designing and manufacturing partnership.
 
 Indicate whether the statement is true or false

Question 2

Briefly discuss the six key relationships depicted in the service triangle.


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jennafosdick

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Reply #1 on: Jun 28, 2018
Answer to Question 1

False

Answer to Question 2

(1 ) The firm's service strategy must be communicated to its customers. (2 ) The firm's service strategy (commitment to service excellence) needs to be communicated to the firm's employees. (3 ) The firm's service delivery systems should flow logically from the service strategy and enhance the service encounter for all involved. (4 ) Interactions with the firm's systems should enhance the customer's service experience. (5 ) Organizational rules and regulations should not be obstacles in the way of employees wishing to provide great service. (6 ) Finally, the sixth and last relationship depicted in the service triangle is perhaps the most important of them all-the customer/service provider interaction. Also known as critical incidents or moments of truth, the importance of the interaction between service providers and customers cannot be overstated.


piesebel

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Reply 2 on: Jun 28, 2018
Wow, this really help

FergA

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Reply 3 on: Yesterday
Excellent

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